Source · Select Committees · Public Accounts Committee
Recommendation 21
21
Accepted
Department engages stakeholders, but has not widely promoted the programme to the public.
Conclusion
The NAO found that the department had worked with stakeholders to design the Programme but had not promoted the programme widely to the public.40 The Department told us that engaging with disabled people and their representative bodies and the public, is “really important” for the Programme. The Department explained that it had a national stakeholder strategy, as well as a regional approach to engagement, and engagement with individual service users. Nationally, the Department told us it had so far held 18 workshops with over 72 different organisations, and was continuing to hold workshops. It said that it had another workshop scheduled “specifically looking at this new apply-for-PIP service, which [the Department is] looking to make national next year, to show where [they] have got to and to gather any thoughts”.41 The Department explained that at a regional level, in the health transformation areas in Birmingham and London the Department engaged locally with stakeholders and MPs. On an individual level, the Department said that as it was designing the new services, it brought in customers to understand the needs and requirements of claimants and use this to shape the new service. It said that this had helped “design individual elements of the service right down to the wording on the screen and how you navigate through”.42
Government Response Summary
The government agrees, stating that HTP's claimant-focused design continues to be informed by user research and stakeholder engagement. It will publish a summary of the business case in Spring 2024 and continue to inform Parliament and the public about programme changes.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented 5.2 One of HTP's aims is to increase trust in disability benefits services. This cannot be achieved without working closely with claimants and their representatives and the department values the relationships it has built to ensure strong ongoing claimant voice. HTP has taken, and will continue to take, a claimant-focussed approach. HTP service design has been informed by user research conducted with claimants, operational staff and health care professionals, including one-to-one sessions with claimants at each stage of their claim. This continued approach will enable the department to develop the new services iteratively and tailor communication to claimants’ needs. 5.3 Since HTP began, the department has engaged with a significant number of stakeholder organisations, establishing positive relationships with representative groups by identifying opportunities for co-design and seeking their expertise before the department begins to develop and test new processes. The department is confident this proactive, collaborative approach to involve stakeholders will lead to better outcomes for claimants. 5.4 The department has publicly communicated the scope and ambition of the programme through Written Statements to Parliament, the White Paper on Health and Disability and the Health Transformation Programme evaluation strategy. The department will continue to take opportunities to inform Parliament and the public about the changes that the Programme will bring and will publish a summary of the business case, once approved, in Spring 2024, alongside a summary of its Accounting Officer Assessment. Stakeholder engagement is gradually increasing as activity in the Programme accelerates and to recognise increasing external interest since the publication of the White Paper. 5.5 The Programme is taking a long-term, phased approach that will move away from the current ways of operating, gradually and carefully. The department recognises the need to build awareness of the Programme and its plans as these develop and as the detail of the changes for claimants become clearer.